Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

A Statistical Exercise, NPS is Not

Promoter.io

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

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A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

Kick Start and Optimize Your NPS for 2017

CustomerGauge

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 27

Knowledge Without Understanding is Useless

CX Journey

Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises, critical learning exercises. Without that understanding, the exercises have failed.

How To Choose A Persona For Your Journey Map

Kerry Bodine

When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. We didn’t do any “customer” research for this, natch, but the general principles of the exercise were similar to the idea of designing for extreme customers.).

Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

How to Leverage What You Do Right!

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Customer Journey Management – it’s not just about the mapping!

ijgolding

As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! An exercise that organisations are becoming increasingly and consciously aware of, it is astonishing just how many business have been involved with them over the last few years.

How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

2017: The Year Of The Journey

Kerry Bodine

Journey managers need to conduct ethnographic research, facilitate current- state journey mapping exercises, and analyze a wide range of Voice of the Customer data to understand customers biggest pain points—and how those pain points stack up against those in competitors’ customer experiences.

Customer Journey Mapping Workshop in November!

Kerry Bodine

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.

5 So Whats: Prioritizing Improvement Opportunities

CX Journey

When you conduct a So What exercise, you're really trying to understand the importance and the impact of implementing a solution. To me, it seems like a smart exercise to do with any improvements that you plan to make. Image courtesy of (F.Q)

6 Steps to Help You Put Customers at the Center of the Organization, Part 1

CX Journey

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer.

5 powerful TED videos that will make you a smarter researcher

Vision Critical

Why Some People Find Exercise Harder Than Others — Emily Balcetis, social psychologist. Don’t be confused: this presentation , by Emily Balcetis, a social psychologist and associate professor at NYU, is not about exercise.

Video 81

20 Customer Service Training Ideas and Activities for Busy Teams

Comm100

Hand out worksheets that prompt your group to think about and write down their anchors: it may be something like exercising or drinking tea—encourage your workers to think about little things that help them elevate their moods.

How to Build a Seamless Customer Experience

Customer Bliss

We find that leaders who are personally involved in these sometimes mind-twisting exercises are most united in their communication and decision-making. The exercise of creating a journey map does not ensure a seamless customer experience.

How To 105

Winning Customer Loyalty with Empathy

CX Journey

Hold a brainstorming session with your team, managers, and even stakeholders, to pull in as many ideas through an empathy map exercise. Throughout the exercise, you will be looking at four aspects of the customer experience: thinking, seeing, doing, and feeling.

Customer Journey Mapping – The Right Steps…

Ian Williams

I was once advised by a major automotive brand that they had undertaken a Customer Journey Mapping exercise, only to find that they had simply mapped out their internal processes relating to the production and distribution of promotional materials to customers over time. There is certainly nothing wrong with the automotive brand undertaking this exercise, however what they were doing was more ‘inside-out’ than ‘outside-in’. Customer Experience is much bigger than Customer Service.

A Tale of Two Returns or Why “That’s Our Policy” Should Be Banned from Customer Service Lingo

Who's Your Gladys?

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Customer experience examples: 8 relevant ones

Customer Bliss

They go through exercise to immerse people in the actions and experiences customers have. I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them.

Forrester’s Customer Experience Index, Q3 2015: It’s Hard Being An Optimist

Forrester

That "exercise pill" scientists are working on that promises the benefits of exercise without any of the effort? I am an eternal optimist. My take on the Dow's spiraling downward in Q3? Buying opportunity! I'm thinking my six pack abs are now a sure thing. And I'm even holding out hope that the next season of "Homeland" will be as good as the first. But the Q3 2015 data from our Customer Experience Index is making it hard for an optimist like me to find a lot of bright spots.

You’ve done journey mapping? So what?

Ian Williams

One organisation we were dealing with recently suggested in their RFP document that a journey mapping exercise would probably not be required as part of a VoC programme delivery. When we enquired as to why this was the case, we were told that a ‘lite’ version could be done if absolutely necessary, however that the company had already undertaken four journey mapping exercises, and that our challenge would more likely be deciding which of the four would be best to use.

If You Don’t Know Where You’re Going…

Touchpoint Dashboard

I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things […]. Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.” ” This is true in life and in any project you undertake. It’s also true in journey mapping.

Five Tips for Building a Customer Journey Map—A Tool For Positive Change

Verint

Still, it’s not a free-form exercise. Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization.

Listen to Learn, Listen to Earn

CX Journey

This post is about three key exercises to lay the foundation for beginning any customer listening efforts. They tie in nicely to your journey maps and are necessary to begin that exercise. Start with these three exercises to get your VoC program off to a solid start.

Customer Experience Resolutions

CX Journey

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? Personally, I'm over predictions! Any predictions! So let's forget about predictions. They never seem to be right. They never seem to be executed. And they seem to be the same year over year.

Voice of the Customer – Great! But what is it?

Ian Williams

In addition to expectation gathering, this research would also include a personification exercise in order that we can understand customers’ perceptions of the brand’s current positioning. As a result of this exercise, we would expect to identify something in the region of 20 – 30 key/ core customer expectations. During this exercise, a number of other questions are asked relating to factors such as likelihood to recommend and likelihood to repurchase.

Validating Your Journey Maps for #CX Design Success

CX Journey

Assuming you've started the exercise by building assumptive maps, you have yet to bring the customer into the process. If you have the ability to (or if they are willing), potential and lost customers should also be included in the exercise.

Live from Disaster City

Customer Interactions

This week I’m at Disaster City, a 52-acre mock community at Texas A&M, for the Winter Institute 2014 Disaster Response exercise. The exercise, which is being hosted by General Dynamics C4 Systems and the EDGE Innovation Network, is giving U.S.

Video 20

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Don't ignore the learnings and outputs of this exercise. Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys.

Are You Sending Signals That You Trust Your Customers?

Wired and Dangerous

Four-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over the proper behavior.

Is Your Customer Service Department a “Factory of Sadness”?

Customer Bliss

Guest post by Matt Dixon. Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service.

How to Track Customer Effort for Every Transaction

Kayako

Sending out surveys is a futile exercise if you don’t take action on the results. This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction.